Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:20/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a 24x36 standard print canvas, the company sent me a false receipt for a significantly cheaper and smaller item that isnt even the same price on the website (apparently $10 more expensive!!!). They claim I chose a CM measurement and that this is what I purchased when it was NOT. How do you justify a smaller picture with a cheap plastic frame being $360? Simple answer is, you dont. Then they tell me that I would have to have the item returned and shipped back to ****** at an expensive shipping cost. This is a common scam and other people have also sadly been taken advantage of. *** filed an FTC complaint as well and will continue pursuing consumer protection complaints. Im now out $350 with three cheap images I didnt buy, nor can I do anything with them! I am not going through a process that requires me to return items I didnt but to begin with ESPECIALLY if theyre threatening expensive shipping charges to ship it back. Ive also heard that theyve proposed minimal discounts of 15%. I would still be paying over $300 for three cheap pictures in a plastic frame. This is some of the worst customer service Ive ever received, and its very sad that businesses will take advantage of people that dont know any better!!!!!

  Business Response

  Date: 21/10/2022

  Hello,

  The customer ordered a "Set of 3 - 30 x 45cm - Framed Prints" as can be seen by the order receipt attached. That is exactly what they received (proof in the email thread attached).
  
  We never stated he had to return the items to ****** as can be seen from the copy of the email thread attached as well. 
  
  In addition, he is claiming we sent him a fake receipt but this is impossible as our store is powered by Shopify and the process is automated. Also, the different price points can be explained by a $10 coupon used by him to lower the price from $359.99 to $349.99 which can be seen in the order receipt as well.
  
  It is clear the customer made an error in his order but in situations like this he would need to return the item for a full refund, a standard business practice. 
  
  On our website you choose the product options on the product page, you add them to your cart where you can review them, you review it again at checkout and you receive a receipt with the item description as well. There are multiple parts where the order can be reviewed. Anyone who uses our website can validate this process for themselves. 

   

   

  Customer Answer

  Date: 21/10/2022

   
  Complaint: 18254533
  
  I am rejecting this response because: THE **** THAT THEY CLAIMED I PURCHASED IS A COMPLETELY DIFFERENT ***** THAN WHAT I PAID.  ON THEIR SITE IT IS $359 WHEN I PAID $349.FOR THE **** AS SHOWN IN PICTURES.  IT IS OUTRAGEOUS TO THINK THAT ANYONE WOULD PAY $359 FOR THREE PICTURES IN A CHEAP BLACK FRAME.  THEY ARE A SCAM AND THIS IS HOW THEY MAKE MONEY.  READ THE OTHER BBB REVIEWS.  THE **** I PURCHASED WAS $349 WHICH IS THE ***** OF THE STANDARD FRAME PRINT 24x36in THAT I PURCHASED.  THEY ARE GOING TO CHARGE ME TO RETURN AN **** THAT I DID NOT PURCHASE.  IT WAS NOT PURCHASED BY ME, I WOULD HAVE HAD TO MANUALLY CHOOSE CM TO PURCHASE THE **** IN CM AND NOT IN.  THEY HAVE IT LISTED THIS WAY SO THEY CAN SEND ME A COMPLETELY DIFFERENT RECEIPT ASSIGNED TO A DIFFERENT ****.  THIS IS THEIR CLAIM, THEY INCLUDE SHIPPING IN THE COST OF THEIR ****S SO THEY CAN EARN THE DIFFERENCE WHEN FEAR MONGERING CUSTOMERS.  HOW CAN YOU POSSIBLY JUSTIFY THAT THREE 24x36 STANDARD WRAPPED CANVASES ARE CONVENIENTLY THE SAME ***** AS THREE CHEAP PRINTS IN BLACK PLASTIC FRAMES?!?!  
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 21/10/2022

  Hello,

  The prices of the items the customer is interested in are not the same, if you refer to the previously attached receipt you can see the item they purchased is $359.99 and they used a $10 discount code to lower the price to $349.99. 
  
  Similar to most businesses we do require the items back to issue a full refund as stated in our refund policy, we are very transparent. 
  
  In addition, our measurements are defaulted to CM and are converted via a Shopify app to inches for ** customers since they use a different metric system. 
  
  All claims about a "false" receipt are not true as we are powered by Shopify and have no control over editing customers receipts, this is an automated system powered by Shopify and can be confirmed via their website. We have nothing to gain by sending a customer a different item than what they ordered. We sent exactly what they purchased. 
  
  We understand customers make mistakes and do what we can to help them. In this case, the entire story is being fabricated to make the customer look like a victim instead of understanding their error. We welcome anyone to go to our website, add an item to cart, go to checkout. You can see the items do not change and you have multiple steps to review it. 

  We have a *** return centre for anyone who wants to return or exchange their items. 

  Thanks,

• Initial Complaint

  Date:28/09/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The picture arrived, and though we love it, the frame was damaged and the plexiglass cracked.We are asking for a credit for the framing and plexiglass portion only which would be approximately $99.00 plus any taxes applied. **** and ******, two representatives I've been dealing with are not satisfied with the pictures I sent prior to opinioning the package. Unfortunately, I do this all to time now due to how packages are being handled today.

• Initial Complaint

  Date:22/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a 3-piece set picture from ClockCanvas.com. Upon receiving them, we noticed right away that the "gold" color was much more of a brown/bronze. We clearly received a subpar item that was printed incorrectly.Upon reaching out to their support, we were told that we would have to pay for return shipping since that's their policy. Is it in the policy to sell misadvertised art? Then they tried putting the blame on "...art is very subjective...". If we only received what was advertised, we would have been much happier, although still not sure it's worth the price.I ended up returning the 3-piece set since it clearly did not match what was advertised and the company is refusing to refund me!! My wife had shipped the items back to them, but she threw away the **** receipt with the tracking number. They obviously received the items back as it was shipped to their provided return address, but they're not admitting to receiving the items because I can't provide the tracking number. They don't seem like a large company by any means since they never answer their phones and the same 2 people always email back, so you can't tell me they're too busy to find my returned package. So I'm now out about $300 and have nothing to show for it! Absolutely ridiculous!!

  Business Response

  Date: 09/10/2022

  Hello,

   

  I am sorry to hear you are having a negative experience. We do require a working tracking number with every return as mentioned in our emails. The reason for this is because sometimes items do get lost in transit, get damaged or have courier issues. In these situations, couriers will refund the full amount of the products. Unfortunately, we do not have any returns at this time with your name or order number otherwise we would be able to issue a full refund as promised. 
  
  We recommend reaching out to the courier who may be able to find your package using your credit card number, transaction number or possibly another way. 

   

  Thanks,